Ascent Hospitality’s Post

MARRIOTT 6TH HUNGER STRIKE: DAY 333 "Marriott - On Feb 10, 2023 Craig S Smith, Group President, International Of Marriott Informed Marriott That He Has Decided To Retire Effective Feb 24, 2023" (Press announcement). Smith's decision came just days after my own submission to the US SEC At Marriott since 1988, Smith was most recently Group President International, in charge of Asia Pacific, Europe, Middle East & Africa and Caribbean & Latin America regions An avid user of social media he promoted "knowledge sharing". His articles covered self-improvement, listening skills and leadership issues. Viewing himself as a diplomat within hospitality he referred to the "grace and empathy" of diplomacy In "How to Succeed" he discussed the 2% rule - how to treat hostile guests with the same respect shown to the other 98%, the "good people... Any time someone [complains] I assume they’re telling the truth and I give them the benefit of the doubt. I’d rather be wrong and kind, even towards the 2%". [As a member of the 2% Club, this was not my experience; treated with contempt, Smith even accused me of being "an extortionist"] In fact, he is a ruthless operator, deceitful, corrupt, totally lacking in "grace and empathy". A denialist and self-promoter, he did not take kindly to criticism, challenge or being held accountable Smith's 'route to success' has not always been smooth. For example, he oversaw the China/Taiwan gaffe, mismanaged Starwood/Marriott merger processes in APAC, and was a key player in the St Regis Bangkok cover-up. Sometimes others have had to pay the price for his ineptitude In late 2019 (after my meeting with CEO Arne Sorenson who admitted there were issues to confront) Smith demanded to see all evidence of Marriott culpability relating to merger infractions and the St Regis Bangkok scandal. The documentation was presented during a meeting at London Marriott Hotel County Hall; Smith, heavily implicated himself, then refused to review any of it It was inevitable that the past would eventually catch up with Craig S Smith; he now joins the ever growing list of sudden "retirements" and "resignations" (usually hush-hush, enacted with minimal publicity) by people closely associated with the Starwood merger and St Regis cover-ups Well, one year on, maybe the retirement life became too dull for this "knowledge sharer". Or it's possible he thinks peoples' memories are short and, having escaped sanction, it's time to resume 'hospitality diplomacy'. Whatever the reasons, Smith's rebirth is not good news for the employees and guests of Aimbridge John Shepherd (Marriott, Minor, EY victim) #aimbridgehospitality #marriott #marriottinternational #marriottbonvoy #corruption #hotelindustry

We recently held our Q2 HDG Legacy General Manager Summit. Our focus on #excellence is key as we come together to elevate our standards and empower our teams. We're not just building hotels, but also building our people. Let's shape the future of hospitality together! #HospitalityLeadership #Florida #BuildingBetterTeams #EconomicDevelopment #brillianceinthebasics #peoplecentric #economicdevelopment 

I just finished "The New Gold Standard" by Joseph Michelli, Ph.D. and it's a worthwhile journey into The Ritz-Carlton Hotel Company, L.L.C. by Marriott International guest service ethos. What stands out is the grounded approach — real stories and practical tips. Michelli unveils the inner workings of The Ritz-Carlton, offering a blueprint for organizations looking to elevate their guest experience. The anecdotes humanize the strategies, making it relatable and applicable. I recommend this book to anyone in the hospitality industry or those keen on refining their service skills. It's not just about luxury; it's about the fundamentals that create a memorable guest journey. Whether you're a business leader, manager, or simply interested in excellent service, "The New Gold Standard" deserves a spot on your reading list.

Yes and yes. The power of “&” A great leader can create a happy culture & a high performing culture. As Charles Oswald states: one leads to the other. Great CEOs pay attention to culture. My former client, Sergio Resendiz, often talked about the well being of his workforce. And they were high performing too! #leadership #wellbeing #growthmindset #happiness #performance #culture #ceocoach

It's Opening Day and what better person to write about than Baltimore's own Anthony Capuano, CEO of Marriott International. He spoke candidly at the Hunter Hotel Investment Conference in discussion with Vision Hospitality Group, Inc.'s Mitch I. Patel about his upbringing, path to leadership and how he views the balance between technology and delivering the guest experience through the human touch. That and more in this piece below. And, let's go Baltimore Orioles!

MAINTAIN YOUR FOCUS AND PASSION ..... remember, perspective is entirely dependent on your starting point. Consider my journey, for instance. I began as a Key Filer at the #TorontoSheratonCentre, a hotel with 1407 rooms, where my task was simply to organize the bedroom keys behind the front desk. Fast forward 40 years, and I've opened 5 hotels, renovated and rebranded 3 others, and lived in 7 countries across 4 continents. And now, I have the honour of leading the amazing #DorianHotel team, an incredible group of passionate hospitality professionals. Has every day been wonderful? Certainly not, we all experience highs and lows. However, it's important to keep things in perspective. Take moments to reflect on your completed projects, earned certificates and positions, and the lives you've touched. It's only when you look back that you fully appreciate how far you've come. This retrospection not only reveals the magnitude of your growth but also fuels your drive to continue and to motivate others. The limits to your potential are boundless. #Marriott #Calgaryism #Passion #Leadership #Teamwork #Fun

Weathering the Storm: Real-World Leadership and Efficiency Solutions for Hotel Success Running a hotel is a dynamic journey, filled with ever-changing guest demands, staffing challenges, and unexpected disruptions. Dive into our latest journal article where we explore how effective leadership, streamlined operations, and proactive problem-solving can steer your hotel towards profitability and guest satisfaction. Discover insights and real-world case studies, including the empowering strategies of The Ritz-Carlton, the technological innovations of Marriott International, and the crisis management of The Westin during Hurricane Katrina. Learn how BS Management (BSM) Monaco can help you cultivate a passionate team, optimize your operations, and anticipate challenges to ensure your hotel's success. Read the full article: https://lnkd.in/dmKg5hJw Ready to elevate your hospitality game? Explore our services and discover how we can partner with you for lasting success. Follow us for more industry insights and stay tuned for our upcoming series featuring preferred restaurants. #HospitalityExcellence #BSM #BSManagement #HotelManagement #Leadership #Efficiency #ProblemSolving #BSMMonaco #HospitalityInsights

Quote of the Day: Although every organization wants an effective staff, the hospitality organization depends almost completely upon its personnel to deliver the high- quality guest experience.  Robert C. Ford, Managing Hospitality Organizations Does your organization deliver on this promise daily? Are you encouraging your teams to not only "walk the walk" but to do so with compassion, integrity and adding value? Take a moment and do some self-reflection and this will guide your actions and choices............

So the Best Western governor's conference ended yesterday and I know a lot of people are expecting me to post immediately but it was such an amazing experience I really had to take time to soak everything in. I honestly cannot think of another organization where you can elevate. a general manager or and owner to a governor's position where they have such a voice. With that voice actually heard by the executive committee and the CEO. I'm not talking. Just listen to but actually appreciated and valued. The 3 days that we spent here in discussion. We're going to see shape our hotels in a profound way. You saw the executive committee. The board members even Larry himself our CEO. Spending time listening to issues and taking notes and engaging in conversations of how we could implement some of the ideas we had. I've never been under leadership, not management but leadership that operates this openly and honestly. To me, this is what makes Best Western. Such a superior hotel group. It's not that we have the best design. (Trust me we do.) Or an amazing sales team. (again two for two as are sales is the best.) But it's the fact that someone with barely a 30 room hotel can come here and be heard and listen to the same as someone that has a 1000 room hotel and their opinions are valued and matter. I cannot wait to get back to St. Louis and share some of the things that I've learned with my team and bring this energy back into my hotel. #bwhhotels #Bestwestern #hospitality #hoteliers

MARRIOTT MAGIC! A couple of weeks ago, my longtime friend, Joe Calloway, posted a terrific LinkedIn message about the power of Marriott Hotels’ brand and their commitment to creating a hospitality experience that’s consistent and predictable. I commented back to Joe: Right you are! Clarity, consistency, reliability—drive loyalty, revenue, profits. Marriott has been my go-to hotel for decades. This relationship was solidified 20 years ago—when the Chicago Marriott Downtown Magnificent Mile became a client. Then, the hotel was under the dynamic leadership of Doug Ridge, who is a Marriott veteran. Doug has held numerous leadership positions throughout his stellar 39-year Marriott career. Now, he’s the GM at the JW Marriott San Antonio Hill Country Resort & Spa. When he was in Chicago, I worked with Doug and his executive team, affectionately dubbed, “The Magnificent Seven.” There were lots of things about Marriott Magic—I learned from Doug and his team, that produced BIG results, like: WISDOM WALK: Daily, Doug strategically "wandered" the hotel. He rode guest elevators. Peeked into meeting rooms. Hung in the lobby, where he called himself, a "lobby lizard!" He asked questions. His goal, see things from the guest's perspective. Share their experience. And to catch his team doing little things right.   LESSONS LEARNED FROM Doug Ridge and his talented team: To gain insights about your products, services, customers or team: Get up. Get out. Get involved! If you’re stuck behind your desk or glued to your computer, you may really be “stuck!” See your customers and people in action. Look for smiles or frowns. Confusion or fascination. Understanding who your customer is, (external and internal), and how they “decide”—helps you make intelligent decisions, to better serve them. What magnificent moments of magic—will you and your team—create for others today? #marriott #branding #hospitality #reliability #consistency #results